JOB DESCRIPTION

Bilingual Spanish Customer Service Representative

ARE YOU SPEAK BOTH ENGLISH AND SPANISH? DO YOU HAVE A PASSION FOR HANDLING CONSUMER RELATIONS WITH NEGOTIATING RESOLUTION SKILLS? Concentrix is partnering with a world leader in the snack industry offering opportunities to work for the worlds favorite brands in approximately 165 countries around the world. Our client is the worlds pre-eminent maker of snacks, with leading market shares in every category in which they compete and holds the No. 1 position globally in Biscuits, Chocolate and Candy. There is an immediate need for agents in our Rochester, NY location!

BILINGUAL SPANISH CUSTOMER SERVICE AGENT

DESCRIPTION:

THE POSITION IS THE INITIAL CONTACT FOR CONSUMER CONVERSATIONS FEEDBACK, ISSUE RESOLUTION, RECORDS CASE INFORMATION AND DATA ACROSS MULTIPLE CHANNELS. THIS INVOLVES TROUBLESHOOTING, RESEARCHING SOLUTIONS, AND PROVIDING RESOLUTIONS TO LEVEL 1 CONSUMER PROBLEMS. THE AGENT ENSURES PROPER CONSUMER HANDLING AND ESCALATION PROCEDURES WHILE PERFORMING ASSIGNED FUNCTIONS ACCORDING TO PROCESS AND STANDARDIZED POLICIES AND PROCEDURES. THE AGENT IS ACCOUNTABLE FOR CUSTOMER SATISFACTION BY ACHIEVING CERTAIN PRESCRIBED, MEASURABLE PERFORMANCE GOALS ON A DAILY BASIS. THE AGENT WILL WORK AN ASSIGNED SHIFT, WHICH MAY HAVE VARYING START TIMES.

Answers and responds to inbound calls, returns call from emails, website queries using documented procedures, available tools and supplied script(s) to assess consumers support needs and handle/route accordingly to the satisfaction of the consumer

QUALIFICATIONS Exceptional Customer service skills required
Ability to read, write, and speak both Spanish and English
Experience in consumer relations and food/beverage support (a plus)

Proficient working in a client technology provided environment with multiple applications and navigation between applications to research information
Intermediate knowledge of PC and software applications including Microsoft Excel, Word and Outlook
Ability to type 35 WPM
Customer service orientation/skills and Call center experience Preferred
Excellent oral and written communication skills/Professional Phone Manner
Ability to communicate actions being taken for resolution based on process direction
Schedule Flexibility
Aptitude to listen to callers description of problem; interpret, summarize and document
Strong interpersonal skills, ability to establish and maintain effective working relationships
Ability to handle stressful situations and bond professionally with frustrated customers

WHAT WE OFFER:

A rapidly growing company with significant career growth opportunities